Customer Protection Analyst with Italian and English

The Customer Protection International team within our wider Customer Services team is responsible for conducting detailed investigations of International customers to detect potential vulnerable gamblers and works in close collaboration with the AML team. Investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm.

You will mainly be responsible for performing proactive RG reviews followed by an inbound and outbound contact with qualifying customers by telephone or other electronic means in order to address potential Safer Gambling or Affordability concerns.

Youll be responsible for handling sensitive customer information and dealing with potentially vulnerable customers in a calm professional and empathetic manner.

Key responsibilities

Main:

• Contacting customers to address any potential Safer Gambling or Affordability concerns.
• Performing proactive RG reviews
• Deliver outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds clarifications/evidence.
• Use judgement and analysis to evaluate the customer responses and apply any appropriate controls to mitigate the risk in a timely manner.
• Ensure all necessary actions are taken e.g. loss limits deposit limits account closure and maintain a clearly documented audit trail of decision making.
• Handle sensitive information in line with data privacy requirements.

Occasional:

• Share best practice with colleagues and provide ideas to improve processes.

Qualifications :

• Excellent written and verbal Italian and English.
• Any additional language is considered a plus.
• Ability to communicate sensitively and calmly particularly with customers who may be distressed or angry.
• Experience of handling sensitive confidential customer information.
• Thorough understanding of Safer Gambling and AML policy requirements.
• Sound knowledge of Safer Gambling customer tools.
• Proven track record in delivering high-quality work in a fast-paced challenging environment.
• Practical application of policy directives.
• Self-motivated organized and highly efficient personality.
• Must be detail orientated and analytical.
• Ability to examine problems and strategize for solutions.

Additional Information :

At Entain we know that signing top players requires a great starting package and plenty of support to inspire peak performance. Join us and a competitive salary is just the beginning.

In our Sofia office you can expect to receive benefits like

• Hybrid-working (2 days per week in office) and enjoy August fully remote from anywhere in Bulgaria
• Group Bonus Plan
• Personal Medical Insurance
• Food Vouchers worth 100 per month
• 25 days of annual leave plus all local public holidays
• Self -development and learning leave (2 additional days)
• Volunteering (2 additional days)
• Additional Its Your Game Day off to use in December or January
• Free subscription to wellbeing app Unmind
• Christmas bonus
• Transport and utilities support
• Life Insurance
• Connect and have fun at amazing social events and legendary Christmas/Summer parties

And outside of this youll have the chance to turn recognition from leaders and colleagues into amazing prizes join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process at either application or interview please contact us.

#LI-Hybrid

At Entain we do whats right. Its one of our core values and thats why were taking the lead when it comes to creating a diverse equitable and inclusive future - for our people and the wider global sports betting and gaming sector. However you identify our ambition is to ensure our people across the globe feel valued respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate ensuring ethical and compliant hiring practices globally.

Remote Work :

No

Employment Type :

Full-time